bad customer service

my husband recently lost his job and was not able to pay the full monthly installment at Markems. After explaining the situation to 9 call center agents that keep calling to ask for full payment and say they making a note on system to say his unemployed but never do . we finally get some money and pay the full installment and arrears . We call the call center to make a payment arrangement for the balance of the money we owe which is like R2000 . We not receiving any response they keep you on hold for 20 minutes then send you from pillar to post but you never get to the right person. In the mean times the interest is pilling up and there is nothing we can do to get ahold of them . im so frustrated at there service . How will we ever finish paying them if they dont want to make a arrangement and add interest every month .